Subject: Trainer Candidate - shivank sharma
From: shivank sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 17 Feb 2021 03:09:42 -0500

| | Tech Support Test

Name | shivank sharma
E-mail | [email-masked]
Phone Number | (91) 7742517967
Do you have your own transportation (2 or 4 wheeler) or are you able to commute to office without using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I live walking distance to office
Where do you currently live (area) | gurgaon

Please give us details of your last 3 employments including current. If you've not worked in 3 companies, please enter NA

| Name of Company | Designation | Last working day | Monthly Salary (inhand)
Current Employer | Better Mortgage | Team Lead | 02/15/2021 | 70k-90k
Previous Employer 1 | BYJUS | BDA | 05/06/2019 | 45K-50K
Previous Employer 2 | Teleperformance | Credit and Risk Agent | 10/02/2019 | 22K-25K

If Selected, how much time do you need to join? | 7 days
Please briefly describe your work experience specifically in training? | Working as Team Lead alongside being and Subject matter expert ( training new hires in the my previous organisation for the process and QC/Auditing there calls and process related progress )- Handling a team of 8-10 people apart from trainings
Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

As earlier company was a mortgage/ financial services firm, due to COVID, in US the offices were impeded and lockdown happened due to which people lost jobs and converts there mortgage into refinance , due to which we were unstaffed and over burdened with loans and processing.

I myself have worked Over time from 6PM to 7AM ( 12 hrs approx shifts ) and delivered what was needful and by not just pressuring my team of 8-10 people to stretch ! We worked hard and came out the 2nd best team awarded for our performance.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Empathic understanding of customer needs
Always keeping in mind, customer is at utmost importance, cause they bring business
being crisp and clear, to not get them confused in their own problems
If required meaningful long conversations, according to the scenario possible.

What according to you makes you a good candidate for this position? | A good trainer or team leader is NOT who can boss around to make it team work, instead to sit with them and look out for genuine problems which in turn will carry out great inter-team understanding and process improvements techniques and overall enhancement of process which will give adjacent profits to the company, one way or another. ( AS PER PAST EXPERIENCE )
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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